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CRM 360°

For too long, CRMs have been heavy-handed tools, complex to use, unsuited to the company’s real business processes. With Bull and its new-generation CRM, becoming a completely customer-focused company finally becomes easy.

With extensive knowledge of local authorities, Bull has developed a ‘360° Citizen CRM’ module perfectly suited to this specialist market, both in functional and technical terms. Take advantage of the implementation of your ‘360° Citizen CRM’ solution to noticeably speed up and secure the processing of residents’ requests.

Citizen service - par excellence

With changing ways of life, family structures or greater geographical mobility, relationships between citizens and government departments have been transformed. Users expect more local services, simpler, faster procedures, and responses that take their personal situation into account. Government departments now have to adapt to users and not impose incomprehensible procedures on them. This means switching from a traditional administrative mentality to an approach focused on the user by changing the relationship to multi-channel communication.

The Bull ’360° Citizen’: efficiency and control

It lets you:

  • Accelerate and personalise the way requests are handled based on the backgrounds and personal situations of users.
  • Provide uniform quality of responses.
  • Develop and strengthen relationships between various local authority departments and users. Add a 'user' portal to the CRM allowing permanent access to see the progress made in handling the request, until it is completed.
  • Provide traceability for all contacts received by the local authority.
  • Enhance the work of administrative staff and reduce operational costs by improving the operation of departments.
  • Provide councilors, general managers of departments and business units with operational steering tools to:
    - Better assess effectiveness and relevance of public policies,
    - Monitor request and call traffic better.
  • Improve direct communication with citizens.

In this way the ’360° Citizen’ solution contributes effectively to the overall performance of different business units and improves the users’ image of the Local Authority.

Citizen CRM: shop front to e-government

New technologies of information and communication (NTIC) have profoundly changed relationships between individuals and institutions, and between institutions themselves. While new data processing tools are revolutionising public administration, public authorities are benefitting from digital technology to adapt themselves and invent more efficient government. Multi-channel communication functionality is the visible part of the digital iceberg for local authorities. Citizens have modified their link with the administration of their requests by modeling them on those of the private customer relationship, and expecting public government to follow this model. The main challenge for e-government that has already undertaken the shift to digital technology is therefore to link its services and make them available to all its users by means of a modern and unique tool: Citizen CRM.

Ressources

Boost CRM
BrochureCRM « 360° Citizen »
Citizen service - par excellence : the shop front to e-government
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360° citizen
Serge Salasca
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Opinion piece by Serge Salasca, Manager responsible for Bull’s Citizen Relationship Management
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